원문정보
A Study on Airlines' Self-Service Technology(SST) Quality affecting Customer Satisfaction and Behavioral Intention.
초록
영어
This study aims to investigate what types of airlines' SST are exisitng and examine the effect of SSTQUAL for airlines on customer satisfaction and behavioral intention. Total of 197 samples were finally collected from the people who have experienced using airline website, ARS, kiosk and mobile applications so on. SSTQUAL for airlines were classified into security, functionality, ease of use, usefulness and customer satisfaction, reuse intention and word-of-mouth were composed of single dimension. Results of the study can be briefly summarized as follows. First, airlines' SSTQUAL such as security, functionality, ease of use, usefulness turned out to have significant influence on customer satisfaction. Second, custmer satisfaction had a significant influence on reuse intention and word of mouth. Third, reuse intention on airlines' SST had a significant influence on word-of-mouth. In conclusion, customer satisfaction which can affect reuse intention and word-of-mouth positively can be enhanced by increasing security, functionality, ease of use, usefulness of airlines' SST.
목차
Ⅰ. 서론
Ⅱ. 이론적 배경
1. Self-Service Technology(SST)
2. SST품질
3. 고객만족와 행동의도
Ⅲ. 연구방법
1. 가설과 연구모형의 설정
2. 변수의 조작적 정의와 설문의 구성
3. 자료수집과 분석방법
Ⅳ. 실증분석 결과
1. 표본의 일반적 특성
2. 신뢰도와 타당성 검증
3. 연구모형의 적합도와 가설검증
Ⅴ. 결론 및 시사점
참고문헌